Delivery & refund policy

Once your order is processed, our team or courier will coordinate the delivery window. Please ensure someone is available at the delivery address to receive the items immediately.

Because our products are highly perishable, we cannot leave items unattended on doorsteps or guards' counters without your explicit consent. We hold no liability for thawed or spoiled items if no one is available to receive the delivery during the agreed window. Any requested re-delivery will incur a new shipping fee.

Due to the perishable nature of frozen foods, all sales are final. We strictly do not accept returns or refunds for "change of mind" or accidental purchases.

Eligible reasons for returns / refunds

We only accept refund or replacement requests under the following circumstances:

• Defective products: the item received is spoiled, damaged, or compromised prior to arrival.
• Wrong items: the item delivered does not match your order confirmation.

If you receive a defective or incorrect item, you must report it to us within 24 hours of receiving your delivery.

1. Take photos or a video: snap clear photos or a short video showing the issue (for example the wrong item label, or the defect or damage).
2. Contact us: reach out immediately on WhatsApp at with your order number and the photos or video attached.
3. Storage: keep the product stored safely in your freezer while we evaluate your claim. Do not discard the item until our customer service team instructs you to do so.

Once we verify your claim, we will offer one of the following resolutions at our discretion:

• A replacement dispatch of the correct or non-defective item at no extra cost to you.
• A refund to your original payment method or bank account (processing takes approximately 5 to 14 business days).

1. What we collect

When you make a purchase or attempt to make a purchase through this website (the Site), we collect certain information from you, including:

• Identity data: name.
• Contact data: delivery address, email address (if you give one), and phone number.
• Financial data: payment details are processed securely by our third-party payment gateway. We do not see or store your card or bank details.
• Order details: information about the specific frozen food products you purchase.

2. How we use your personal information

We use the order information that we collect generally to fulfil any orders placed through the Site, including processing your payment, arranging delivery, and providing you with invoices and/or order confirmations.

We also use this personal information to:

• Communicate with you about order status or delivery updates.
• Screen our orders for potential risk or fraud.
• Coordinate with our delivery riders to ensure accurate drop-offs within our specified Klang Valley zones.
• When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services. We only send promotions to customers who tick the promotions box at checkout, and you can stop them at any time by messaging us.

3. Sharing your personal information

We share your personal information with third parties to help us use it, as described above. For example:

• Delivery and logistics partners: we share your name, contact number and delivery address with our logistics providers and riders to facilitate delivery within the Klang Valley.
• Payment processors: we use secure third-party payment gateways to process payments safely.
• Compliance: we may also share your personal information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

4. Data retention and security

When you place an order through the Site, we will maintain your order information for our records unless and until you ask us to delete this information. We implement a variety of security measures to maintain the safety of your personal data against unauthorised access, alteration or disclosure.

5. Your rights under the Malaysian PDPA

As a data subject in Malaysia, you have specific rights under the Personal Data Protection Act 2010 (PDPA), which include:

• The right to request access to the personal data we hold about you.
• The right to request the correction or update of any inaccurate personal data.
• The right to withdraw your consent to our processing of your personal data (which may affect our ability to fulfil future frozen food deliveries to you).

If you wish to exercise any of these rights, or to ask us to delete your information, please contact us on WhatsApp at (Kejap Food Sdn Bhd, Petaling Jaya, Malaysia).

6. Changes to this privacy policy

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.